Digital Product Analyst

About Us

MSC is a privately owned global shipping company founded in 1970 by Gianluigi Aponte. As one of the world’s leading container shipping lines with headquarters in Geneva, Switzerland, MSC operates in over 675 offices across more than 155 countries worldwide with over 200,000 MSC Group employees. With access to an integrated network of road, rail and sea transport resources which stretches across the globe, the company prides itself on delivering global service with local knowledge.

MSC is a world leader in global container shipping and a company offering global service with local knowledge. MSC also provides integrated network of road, rail and sea transport resources which stretches across the globe.

Job Summary/ Key Responsibilities:

Handles the support cases and the registrations of new customers for our e-commerce B2B customer portal (myMSC.com) and other digital platforms.

Fields the customer support request as well as communicating with internal tech support teams for resolution support.

Handles the onboarding of new customers on the assigned digital platforms, ensuring a great customer experience. Contributes to the development and continuous improvement of processes for smooth customer onboarding.

Relays feedback and enhancement requests to the product development team, based on the feedback of the customers (e.g. the most common requests and challenges).

Provides input and supports the design and delivery of demos and training for customers regarding the functionalities of the assigned digital platforms.

• Interacts with customers to provide support and information for our e-commerce B2B customer portal (myMSCcom) and other digital platforms
• Provides timely and accurate response to customer inquiries, following corporate guidelines. Generates potential solutions to customer issues. Ensures that appropriate actions are taken to resolve customers problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Fosters continued adoption and engagement for the assigned digital platforms
• Identifies potential customers based on data analytics.
• Maintains intricate knowledge about the features and functionalities of the assigned digital platforms and can provide subject matter expertise to customers and internal stakeholders.
• Establishes and maintains positive relationships with customers.
• Escalates unique or complex customer issues to the appropriate supervisor for resolution when necessary.
• Presence required on‑site 5 days per week
• Performs other duties, as assigned.

This role requires working on-site in the office for five days a week, from Monday to Friday. There is no option for fully remote or hybrid work in this role, unless required off-site duties are being performed.

Qualifications & Key Competencies:

• Bachelor’s degree preferred or equivalent experience
• Prior experience on a similar role (e.g. website / e-commerce support), customer service, call center, supply chain, transportation, shipping, logistics, freight forwarding, administrative or clerical jobs
• English: advanced
• Ability and passion to learn new software and current & future e-commerce portal functionalities
• Quick learner with great problem solving and logical thinking skills
• Strong attention to details
• Organized, efficient, and able to manage time effectively
• Strong customer service mindset, focused, and responsive
• Experienced in presenting and training
• Ability to work under tight deadlines
• Great team player
• Knowledge of MS Excel

PHYSICAL DEMANDS

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at a time
• Must be able to commute to the designated office location
• Presence required on‑site 5 days per week

WORK AUTHORIZATION

• Authorization to work in the U.S

What We Offer

• Health, Rx, Dental & Vision Insurance

• Life Insurance: one-time annual salary up to $50,000

• Long-term disability benefits

• Flexible Spending Accounts - (Health, Dependent Care, Transit/Parking)

• Supplemental Life, Accident, Critical Illness and Hospital Indemnity Plans

You will also have access to additional benefits, effective day one:

• Short Term Disability Insurance

• 401K Plan – 3% Safe Harbor Contribution with option for additional 3% employer match

• Wellness Program initiatives

• Corporate Partner Discount Programs

Mediterranean Shipping Company (USA) Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type including but not limited to characteristics protected by federal, state or local laws .If you need a reasonable accommodation for any part of the employment process, please contact us by email at US038-Humanresourcesusa@msc.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information, visit MSC Mediterranean Shipping Company.